{"id":3512745,"url":"https://alion.io/job/american-express-manager-digital-product-operations-3","title":"Manager, Digital Product Operations","company":{"id":2209,"name":"American Express","domain":"americanexpress.com","url":"https://alion.io/company/american-express","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":100,"open_postings":41,"ghost_share":0,"stale_share":0.122,"repost_share":0.146,"time_to_fill_p50_days":9,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Product","role_family":"Product","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Phoenix, United States","Minneapolis, United States","Saint Paul, United States","Austin, United States","Sacramento, United States","Springfield, United States","Saint Louis, United States","Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":91000,"max_usd":178000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":803},"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-30T05:00:00Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-03T00:00:59Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Global Commercial Services (GCS) serves millions of business customers around the world, from mom-and-pop shops to Fortune 500 companies. We back businesses so they can do more business, with a mission to be the undisputed leader in financial and membership services - responsibly driving double-digit revenue growth. We do that by offering a diverse range of payment and cashflow tools, from a wide range of traditional card products, to working capital and supply chain financing, to new digital solutions that make it easy for our customers to manage a full range of their financial and payment needs.\nRole Overview\nThe Manager, Digital Product Operations is embedded within the US SME Early Experience organization and serves as the operational bridge between customer-facing teams and Product & Engineering.\nThis role drives operational rigor across product stability, customer-driven feature demand, and feature readiness. By governing defect validation, enhancement intake, and structured feedback representation, the Analyst ensures engineering capacity is preserved, product performance is transparent, and customer experience insights meaningfully influence roadmap decisions.\nThis role is not customer-facing but may join customer-facing colleagues on customer calls occasionally to better understand the customer experience or provide customers with technical guidance. Instead, it enables US SME through disciplined operational frameworks that support scalable product delivery, feature utilization, and continuous improvement. Candidates who reside within a reasonable commuting distance of an American Express office in Minnesota, Florida, or Arizona will be required to work onsite three days per week, in accodance with the company's hybrid work expecatations.\n Defect Triage & Engineering Capacity Protection\nOwn end-to-end governance of product defect intake, validation, and severity classification prior to escalation to Engineering.\nEstablish and enforce quality standards for defect submissions, ensuring reproducibility, impact clarity, and documentation completeness.\nDifferentiate true product defects from configuration, process, or training gaps to prevent unnecessary engineering engagement.\nQuantify business and utilization impact to inform prioritization decisions.\nPreserve engineering capacity by reducing unnecessary escalations and improving intake rigor.\nCross-Functional Product Operations Leadership\nServe as the primary operational liaison between Early Experience and Product & Engineering.\nTranslate product-related customer feedback into structured, validated inputs aligned to business impact.\nDrive alignment on prioritization, status transparency, and communication during high-impact product events.\nMaintain closed-loop reporting to ensure visibility into roadmap and defect resolution outcomes.\nProduct Enhancement Governance & Demand Management\nGovern the structured intake and qualification of customer-driven product feature requests.\nAggregate enhancement themes to represent a unified and prioritized voice of the customer.\nAlign enhancement demand to measurable utilization, sentiment, and business impact indicators.\nTrack feature request lifecycle outcomes and provide transparency into roadmap decisions.\nFeature Readiness & Release Governance\nAssess operational supportability and downstream impact of new features prior to release.\nEnsure Early Experience teams are equipped with documentation and readiness materials.\nMonitor post-launch adoption and sentiment performance to evaluate feature effectiveness.\nIdentify gaps between feature intent and customer experience outcomes.\nProduct Health & Experience Insights\nMaintain ongoing visibility into product stability and feature utilization trends.\nIdentify systemic friction themes that may impact engagement, sentiment, or card utilization.\nEscalate risks and recommend scalable remediation strategies aligned to business objectives.\nMeasurable Impact\nReduction in unnecessary engineering escalations.\nImproved defect quality and prioritization accuracy.\nIncreased feature utilization among Early Experience customers.\nStronger alignment between customer demand and roadmap prioritization.\nReduced operational friction for customer-facing teams.\nProtection of engineering delivery capacity.\n Qualifications\n3-5+ years in Product Operations, Business Operations, SaaS Operations, or similar environments.\nExperience building or governing structured workflows and intake frameworks.\nDemonstrated ability to influence cross-functional stakeholders without direct authority.\nStrong analytical skills with ability to assess and communicate business impact.\nExperience in fintech, payments, SaaS, or expense management platforms preferred.\nCore Competencies\nOperational governance and systems thinking.\nStructured prioritization and demand management.\nCross-functional leadership and influence.\nData-informed decision making.\nExecutive-ready communication.\nContinuous improvement orientation.\nEmployment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.","description_format":"text","description_chars":5154,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid 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